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J

New Member

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4 Messages

Tue, Jun 30, 2020 4:01 PM

Order Cancelled--"Couldn't Verify the Order Really Came From You"

I've been trying switch services to AT&T, but my order was cancelled. When I called them, they told me I would have to make my order in a store. How are other people able to order online, but my identity needs to be verified? Is there any way I can verify my identity without making my order in a store? I would like to take advantage of an online-only promotion.

Responses

Brand User
ATTHelp

Community Support

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128.4K Messages

2 months ago

Hello, @John125,

 

Thank you for reaching out. As this is a new order to begin an account, you'll need to go into your neighborhood AT&T Store to verify the order. You can still make the order online to qualify for the online-only promotion. This is to protect you.

 

Have a great week.

 

James, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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4 Messages

@ATTHelp 

I walked into the store, and the guy told me that, since my order was cancelled, he cannot verify it. Am I supposed to place the order and then go to the store and verify it before it gets cancelled? This is so frustrating. I can't tell if the guy was just trying to get me to order the phones in the store or if AT&T is just this screwed up. 

Brand User
ATTHelp

Community Support

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128.4K Messages

Thanks for getting back with us, @John125.

Since we are unable to verify your information for new service online, please visit an AT&T Retail location to complete your order. We're sorry for the inconvenience and appreciate your business.

Please let us know if there is anything else we can do for you here.

Keny, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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4 Messages

@ATTHelp 

Yes, but how will I get the person in the store to verify my identity if my order is cancelled. How do I qualify for online-only promotions if I have to order through the store? Do I order online before I go into the store and then tell them the order number before it gets cancelled?

New Member

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2 Messages

I’m having the same problem right now 

MicCheck

ACE - Expert

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9K Messages

a month ago

I’m 99% sure the advice from Atthelp is incorrect. Like you said, the order was canceled; there’s nothing to verify. The order no longer exists. 

You have to place a new order at the store so your identity can be verified. That means you will not qualify for online promotions. 

There’s the 1% chance I’m wrong, but I wouldn’t get your hopes up.   

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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4 Messages

 

 

 

 

Why even make people think they can make a new account online if they can't? There's no way there's not a solution to this. I do not believe it. If @ATTHelp can't give me a straight answer, is it possible they can refer me to someone who does know what they are talking about? Perhaps I could go to the store while my order is still processing and ask them to verify my identity. There has to be a solution. AT&T is a $200 billion company--someone must have thought this far. 

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